First Command Financial Services
Senior Experience Researcher and Designer
First Command Financial Services, Fort Worth, Texas, United States, 76102
Job Description
What will you be doing at First Command?
Our goal in Marketing is to effectively communicate what makes First Command unique to the market we serve so that prospective clients will make First Command the first place they turn in order to plan for their financial security. The User Experience Researcher & Designer will be a key a member of the Experience Design and broader Marketing team.
In this role, you will create understanding and empathy around user needs, stated and unstated, for First Command, including designers, product managers, developers, and management. You will do so by conducting primary research, exploring the behaviors and motivations of our users through methods like field visits, surveys, usability testing, user interviews, card sorting, ethnography, and data analysis. Additionally, you will build designs and convey them along with research to stakeholders. A key metric for success in this role will be the ability to influence stakeholders.
The financial services industry is highly competitive, but we believe that First Command provides a unique value proposition for our nation's military families and therefore must sharpen our insights so that how we approach and communicate with clients and prospects makes our value proposition relevant.
What will you be doing?
Understanding and influencing stakeholders and agile teams to improve the user experienceAssisting with quantitative and qualitative studies for First Command. This includes consulting with the business on study objectives and methodologies, creating the project plan and timeline, survey creation and pretesting, managing any contractors, leading analysis, and writing and delivering final reportsAssisting in facilitating workshopsEvangelizing the importance of user research & design in all phases of software development, from concept to releaseAssisting in communicating with all of First Command the wants and needs of the clientCollaborating with the business stakeholders, IT, other researchers, marketing, and design leaders to ensure research translates into business impactAssisting with strategizing research into end-to-end client journeysWorking closely with UX and data teams and using research methodologies to discover, learn and validate needs within various market opportunitiesCreating & validating new designs through ad-hoc or formalized user feedback sessions with internal users or clientsWhat skills/qualifications do you need?
Education
A Degree in related studies (Human Computer Interaction, Human Factors, Data Science, Interaction Design, Cognitive Science, Psychology, etc.), or equivalent real-world experienceWork Experience
3+ years in UX Related Role doing Research and designExperience managing qualitative and quantitative research projects including multi-phase, multi-mode projects.Ability to do design work in tools such as Figma (the primary one we use)Familiarity with current and emerging KPI's, benchmarks and success metrics (Net Promoter Score, Customer Satisfaction Scores, Customer Effort Score, System Usability Score, etc.)Experience with survey and measurement tools (Ex: Qualtrics, UserTesting.com)Experience turning insights in to action, with the ability to tell a compelling story about the wants and needs of our clientsRequired Knowledge, Skills, and Abilities
Caring and compassion for others including a commitment to psychological safetyMust be comfortable communicating with and influencing leaders at all levelsGenuine passion for problem-solving, are comfortable with ambiguity, and rise to challenges with creativityMust be comfortable working closely with passionate researchers, designers, product owners, scrum masters, technologists, marketers, and data scientists that all care deeply about driving our customer experience visionTakes a collaborative approach to projects, continually holding the user's perspective while balancing a diverse range of stakeholder objectivesPreferred Knowledge, Skills and Abilities
Financial Services experienceMilitary experience
#LI-NC1
What will you be doing at First Command?
Our goal in Marketing is to effectively communicate what makes First Command unique to the market we serve so that prospective clients will make First Command the first place they turn in order to plan for their financial security. The User Experience Researcher & Designer will be a key a member of the Experience Design and broader Marketing team.
In this role, you will create understanding and empathy around user needs, stated and unstated, for First Command, including designers, product managers, developers, and management. You will do so by conducting primary research, exploring the behaviors and motivations of our users through methods like field visits, surveys, usability testing, user interviews, card sorting, ethnography, and data analysis. Additionally, you will build designs and convey them along with research to stakeholders. A key metric for success in this role will be the ability to influence stakeholders.
The financial services industry is highly competitive, but we believe that First Command provides a unique value proposition for our nation's military families and therefore must sharpen our insights so that how we approach and communicate with clients and prospects makes our value proposition relevant.
What will you be doing?
Understanding and influencing stakeholders and agile teams to improve the user experienceAssisting with quantitative and qualitative studies for First Command. This includes consulting with the business on study objectives and methodologies, creating the project plan and timeline, survey creation and pretesting, managing any contractors, leading analysis, and writing and delivering final reportsAssisting in facilitating workshopsEvangelizing the importance of user research & design in all phases of software development, from concept to releaseAssisting in communicating with all of First Command the wants and needs of the clientCollaborating with the business stakeholders, IT, other researchers, marketing, and design leaders to ensure research translates into business impactAssisting with strategizing research into end-to-end client journeysWorking closely with UX and data teams and using research methodologies to discover, learn and validate needs within various market opportunitiesCreating & validating new designs through ad-hoc or formalized user feedback sessions with internal users or clientsWhat skills/qualifications do you need?
Education
A Degree in related studies (Human Computer Interaction, Human Factors, Data Science, Interaction Design, Cognitive Science, Psychology, etc.), or equivalent real-world experienceWork Experience
3+ years in UX Related Role doing Research and designExperience managing qualitative and quantitative research projects including multi-phase, multi-mode projects.Ability to do design work in tools such as Figma (the primary one we use)Familiarity with current and emerging KPI's, benchmarks and success metrics (Net Promoter Score, Customer Satisfaction Scores, Customer Effort Score, System Usability Score, etc.)Experience with survey and measurement tools (Ex: Qualtrics, UserTesting.com)Experience turning insights in to action, with the ability to tell a compelling story about the wants and needs of our clientsRequired Knowledge, Skills, and Abilities
Caring and compassion for others including a commitment to psychological safetyMust be comfortable communicating with and influencing leaders at all levelsGenuine passion for problem-solving, are comfortable with ambiguity, and rise to challenges with creativityMust be comfortable working closely with passionate researchers, designers, product owners, scrum masters, technologists, marketers, and data scientists that all care deeply about driving our customer experience visionTakes a collaborative approach to projects, continually holding the user's perspective while balancing a diverse range of stakeholder objectivesPreferred Knowledge, Skills and Abilities
Financial Services experienceMilitary experience
#LI-NC1